Support package clause: Copy, customize, and use instantly
Introduction
A support package clause defines the level and scope of support services provided to a customer. It specifies the types of support available, the response times, and any additional fees associated with premium support services, ensuring both parties have clear expectations regarding assistance during the term of the agreement.
Below are templates for support package clauses tailored to different scenarios. Copy, customize, and insert them into your agreement.
Standard support package clause
This version provides standard support.
The [Provider] shall provide the [Customer] with standard support for the licensed materials during the term of this Agreement, including email support during business hours from [X] AM to [Y] PM, Monday through Friday, excluding holidays.
Support package clause with premium support options
This version includes premium support.
The [Customer] may opt for a premium support package, which includes priority phone support, 24/7 assistance, and expedited response times, subject to the terms and fees outlined in [Schedule X].
Support package clause with response time guarantee
This version guarantees response times.
The [Provider] guarantees a response time of no more than [X] hours for critical support issues under the standard support package and [Y] hours under the premium support package.
Support package clause with tiered support levels
This version defines different levels of support.
The [Provider] offers three levels of support: Basic, Standard, and Premium. The [Customer] shall select the appropriate level of support, with each level providing different response times, services, and availability, as outlined in [Schedule X].
Support package clause with 24/7 support availability
This version includes round-the-clock support.
The [Provider] shall provide 24/7 technical support to the [Customer] under the Premium Support Package, available through phone, email, or chat, as outlined in [Schedule X].
Support package clause with support for multiple channels
This version supports multiple communication channels.
The [Customer] shall receive support through multiple channels, including email, live chat, and phone, under the [Basic/Standard/Premium] support package, with specific response times as outlined in [Schedule Y].
Support package clause with dedicated support representative
This version offers dedicated support.
The [Customer] shall be assigned a dedicated support representative under the Premium Support Package to assist with any technical issues, provide product training, and ensure optimal use of the licensed materials.
Support package clause with training included in premium support
This version includes training services.
The Premium Support Package includes [X] hours of on-site or virtual training for the [Customer]’s team, covering product functionality, troubleshooting, and best practices for use.
Support package clause with remote troubleshooting option
This version allows for remote troubleshooting.
The [Customer] may request remote troubleshooting services as part of the [Standard/Premium] Support Package, with the [Provider] providing diagnostic and resolution support via secure online access.
Support package clause with priority queue for high-severity issues
This version prioritizes critical issues.
The [Customer]’s high-severity issues, including system outages or critical functionality failures, will be placed in a priority support queue and addressed within [X] hours under the Premium Support Package.
Support package clause with incident tracking system
This version provides tracking for support requests.
The [Customer] will have access to an incident tracking system where all support requests, resolutions, and timelines will be logged, available for review at any time, under the [Standard/Premium] Support Package.
Support package clause with post-resolution follow-up
This version ensures follow-up after issues are resolved.
The [Provider] shall follow up with the [Customer] within [X] business days of resolving any support issues to ensure that the functionality has been restored and the [Customer] is satisfied with the resolution.
Support package clause with response time escalation procedure
This version outlines an escalation procedure.
If a support request is not resolved within the specified response time, the [Customer] may escalate the issue to senior support personnel for faster resolution, as outlined in [Schedule Y].
Support package clause with seasonal support adjustments
This version adjusts support availability for busy seasons.
The [Provider] shall adjust the support hours during peak seasons, ensuring that adequate resources are available to handle higher volumes of support requests, particularly during [holiday season or product launch].
Support package clause with third-party support inclusion
This version includes third-party support.
If the support issue relates to third-party products or services, the [Provider] will collaborate with the relevant third-party vendors to resolve the issue, as part of the Premium Support Package.
Support package clause with maintenance support window
This version defines a support window.
Support for maintenance-related issues, including updates, patches, and bug fixes, will be available during the designated maintenance window of [X hours] each week as part of the [Standard/Premium] Support Package.
Support package clause with support for custom configurations
This version includes support for custom configurations.
The [Customer] shall receive support for custom configurations, including troubleshooting and issue resolution, under the Premium Support Package, with assistance in line with the customization requirements outlined in [Schedule Z].
Support package clause with usage reports under support package
This version provides usage reports.
The [Customer] will receive monthly usage reports under the Premium Support Package, outlining key metrics related to the performance and usage of the licensed materials, along with recommended improvements.
Support package clause with comprehensive documentation access
This version includes documentation access.
The [Customer] shall have access to comprehensive product documentation, including user manuals, troubleshooting guides, and FAQs, as part of the [Standard/Premium] Support Package.
Support package clause with advanced troubleshooting option
This version offers advanced troubleshooting.
The [Customer] may request advanced troubleshooting services under the Premium Support Package, where the [Provider] will perform a deep dive analysis to resolve complex issues.
Support package clause with free support tier for minor issues
This version includes a free support tier for minor issues.
The [Customer] may access basic support for minor issues, such as password resets or account management questions, free of charge under the Basic Support Package.
Support package clause with dedicated support for critical incidents
This version offers dedicated support for critical incidents.
The [Customer] will have access to a dedicated support team for critical incidents affecting business operations, providing immediate attention and resolution under the Premium Support Package.
Support package clause with quarterly service review
This version includes service reviews.
The [Provider] will conduct quarterly service reviews with the [Customer] to assess the effectiveness of the support package and identify opportunities for improvement, as part of the Premium Support Package.
Support package clause with support credits for unused hours
This version offers credits for unused support hours.
Any unused support hours from the [Premium] Support Package will be credited towards the next billing cycle, with a maximum of [X] hours credited per year.
Support package clause with automated issue resolution for common problems
This version includes automated resolution.
The [Customer] will have access to an automated issue resolution system for common problems, including [X, Y, Z], which will provide immediate solutions without the need for direct support intervention.
Support package clause with multi-tiered service escalation
This version defines multi-tier escalation.
In the event that a support issue cannot be resolved at the first tier, it will be escalated to a second-tier support team, with further escalation to senior management for unresolved critical issues under the Premium Support Package.
Support package clause with proactive monitoring service
This version provides proactive monitoring.
The [Provider] will actively monitor the functionality of the licensed materials to detect and resolve potential issues before they affect the [Customer], as part of the Premium Support Package.
Support package clause with extended support hours for global customers
This version supports global customers.
The [Customer] based in [Time Zone] shall have access to extended support hours, with support available [X hours per day] to accommodate different time zones.
Support package clause with annual support package review
This version includes an annual review.
The [Customer] and [Provider] will conduct an annual review of the support package, with the opportunity to modify the terms and scope of support services based on evolving needs and feedback.
Support package clause with limited support for non-compliant users
This version restricts support for non-compliant users.
The [Customer] agrees that if any user of the licensed materials is found to be in violation of the terms of this Agreement, support for that user may be limited or suspended until compliance is restored.
Support package clause with priority incident handling for premium customers
This version offers priority handling for premium customers.
The [Customer] who subscribes to the Premium Support Package shall receive priority incident handling for critical issues, with a guaranteed resolution time of [X] hours.
Support package clause with self-service knowledge base
This version includes self-service support.
The [Customer] will have access to a self-service knowledge base, including articles, videos, and FAQs, to assist with basic troubleshooting and issue resolution, available at all times.
Support package clause with post-resolution reporting
This version includes reporting after resolution.
After resolving a support issue, the [Provider] will provide a detailed report outlining the root cause, the steps taken to resolve the issue, and any recommendations to prevent future occurrences.
Support package clause with add-on support for additional products
This version covers multiple products.
If the [Customer] uses additional products or services outside the licensed materials, the [Provider] may offer support for those products as part of a separate support package agreement.
Support package clause with virtual support options
This version includes virtual support.
The [Customer] will have access to virtual support options, including online chat, video calls, and webinars, under the Premium Support Package, allowing for quick resolution of issues.
Support package clause with holiday support coverage
This version includes holiday coverage.
The [Provider] agrees to provide support coverage on recognized holidays, with response times extending to [X] hours per day under the Premium Support Package, to address critical issues.
Support package clause with specific response times for critical issues
This version ensures timely response for critical issues.
The [Provider] guarantees a response time of no more than [X] hours for high-priority issues and no more than [Y] hours for standard support requests under the Premium Support Package.
Support package clause with proactive system health checks
This version includes system health monitoring.
As part of the Premium Support Package, the [Provider] will conduct proactive system health checks every [X] days to ensure the functionality and performance of the licensed materials.
Support package clause with customer-defined support hours
This version allows customization of support hours.
The [Customer] may define their preferred support hours, within the scope of the [Provider]’s operational hours, to ensure that support is available when most needed, at no additional cost.
Support package clause with add-on escalation process
This version includes an add-on escalation process.
If a support issue related to any add-ons is not resolved within [X] hours, the issue will be escalated to senior technical support specialists for quicker resolution.
Support package clause with third-party incident coordination
This version includes coordination for third-party issues.
In cases where support issues arise due to third-party integrations or services, the [Provider] will coordinate directly with the third-party vendor to resolve the issue.
Support package clause with regional support availability
This version offers region-specific support.
The [Provider] shall provide regional support availability to meet the time zone requirements of the [Customer] in [Region], ensuring coverage during local business hours.
Support package clause with in-person support visits
This version includes in-person visits.
The Premium Support Package includes one on-site support visit per year for system health checks, issue resolution, and user training, with additional visits available for an extra charge.
Support package clause with customization and configuration support
This version supports customization.
The [Customer] may request configuration changes or customizations for the licensed materials, which will be supported under the Premium Support Package for an additional fee.
Support package clause with minimum service availability guarantee
This version includes service availability guarantee.
The [Provider] guarantees a minimum service availability of [X]% uptime for the licensed materials under the Premium Support Package, excluding scheduled maintenance.
Support package clause with language-specific support
This version supports multiple languages.
The [Customer] shall have access to support in [languages], including email and phone support, provided as part of the Premium Support Package.
Support package clause with automatic issue categorization
This version auto-categorizes issues.
The [Customer]’s support requests will automatically be categorized by severity using an issue categorization system, ensuring faster resolution of critical issues under the Premium Support Package.
Support package clause with service credits for extended downtime
This version includes service credits for downtime.
If the support response time exceeds the agreed-upon threshold of [X] hours, the [Customer] will receive service credits equal to [X]% of their monthly fees for the duration of the extended downtime.
Support package clause with seasonal support rate adjustment
This version adjusts support rates for seasonal variations.
The [Customer] acknowledges that support rates may be adjusted during peak seasons, including [specific time frames], as outlined in [Schedule X], to accommodate higher demand.
Support package clause with support for legacy systems
This version includes support for legacy systems.
The [Customer] will receive support for legacy systems and configurations as part of the [Standard/Premium] Support Package, provided the systems are supported by the [Provider].
Support package clause with limited support for non-standard configurations
This version limits support for non-standard setups.
The [Provider] will provide limited support for non-standard configurations or systems not previously documented in [Schedule X], subject to availability and additional fees.
Support package clause with maximum number of support incidents
This version sets limits on incidents.
The [Customer] agrees that the Premium Support Package includes up to [X] support incidents per month, with additional incidents billed separately at the rate outlined in [Schedule X].
Support package clause with issue prioritization system
This version includes issue prioritization.
The [Provider] will prioritize support issues based on their severity, with critical issues being addressed first, followed by high and medium priority issues, as outlined in the Support Tier Matrix.
Support package clause with quarterly usage analysis
This version includes usage analysis.
The [Customer] will receive quarterly usage analysis reports from the [Provider] to assess the effectiveness of the support package and identify any gaps in service or support requirements.
Support package clause with in-app support access
This version includes in-app support access.
The [Customer] will have access to in-app support functionality, allowing them to initiate support requests, access troubleshooting tips, and review previous requests directly from the application.
Support package clause with access to knowledge-sharing portal
This version includes a knowledge portal.
As part of the Premium Support Package, the [Customer] will have access to a knowledge-sharing portal containing troubleshooting articles, best practices, and FAQs.
Support package clause with priority bug fixes
This version prioritizes bug fixes.
Critical bugs that affect the functionality of the licensed materials will be prioritized and fixed within [X] business days as part of the Premium Support Package.
Support package clause with support limitations for custom integrations
This version limits support for custom integrations.
Custom integrations developed by the [Customer] or third parties will only receive limited support under the Premium Support Package, with full support available only for integrations provided by the [Provider].
Support package clause with post-resolution feedback survey
This version includes feedback after resolution.
After the resolution of any support issue, the [Customer] will be asked to complete a post-resolution feedback survey to assess satisfaction and identify opportunities for service improvements.
Support package clause with support during business hours only
This version restricts support to business hours.
Standard support will be available only during the regular business hours of [X] AM to [Y] PM, Monday through Friday, excluding holidays. Extended hours support will be available under the Premium Support Package.
Support package clause with add-on support for additional users
This version includes support for additional users.
The [Customer] may purchase additional user support for an added fee, which will be available under the Premium Support Package to cover support requirements for more than [X] users.
Support package clause with knowledge base contributions
This version allows contributions to the knowledge base.
The [Customer] may contribute to the knowledge base by submitting documentation or tips to the [Provider] for inclusion, and will receive credits for helpful contributions as part of the Premium Support Package.
Support package clause with support for third-party software integrations
This version supports third-party integrations.
The [Provider] will provide support for any third-party software integrations related to the licensed materials, subject to the third party’s terms and additional fees as outlined in [Schedule X].
Support package clause with access to developer resources
This version includes developer resources.
The [Customer] will have access to developer resources, including API documentation and integration guides, as part of the Premium Support Package to help with the customization and development of new features.
Support package clause with support exclusions for non-compliant customers
This version excludes support for non-compliant users.
The [Provider] reserves the right to limit or terminate support for any user who is found to be in violation of the terms of this Agreement, including misuse of the licensed materials.
Support package clause with service upgrades for loyal customers
This version provides upgrades for loyal customers.
The [Customer] who has maintained the Premium Support Package for [X] years shall receive a service upgrade, including [specific features], at no additional cost, as a loyalty benefit.
Support package clause with dedicated response teams for high-value customers
This version provides priority for high-value customers.
The [Customer] who subscribes to the Premium Support Package and contributes to [X]% of the [Provider]’s revenue shall be assigned a dedicated support team for handling all support incidents.
Support package clause with limited functionality during non-support periods
This version limits functionality during non-support hours.
The [Customer] acknowledges that certain features of the licensed materials may be limited or unavailable outside of standard support hours unless additional support services are purchased.
Support package clause with transition support
This version includes support during transitions.
If the [Customer] transitions to a new system, platform, or version, the [Provider] will provide transition support under the Premium Support Package to ensure a smooth migration.
This article contains general legal information and does not contain legal advice. Cobrief is not a law firm or a substitute for an attorney or law firm. The law is complex and changes often. For legal advice, please ask a lawyer.